Quote Originally Posted by pomtzu View Post
ETA:
BTW Sandie - what alerted you now to a problem, or was it that you had just reached your meltdown point based on all the previous crap that you've had to go thru? And I'm like you - I just can't stop thinking "WOW"!
Late last year I had the annual maintenance for the heating system. The Tech made a big deal of the poorly fitting filter I had and advised me to go to a local company (he gave the name and address) to have one custom made. It got me thinking, didn't make sense I had to buy custom made.

Soon after install, I got a post card from Sears w/ the part number for my filter. I ordered it and it is 4 inches wide - no way that is going to fit in my tiny space! I called the Sales Rep who sold me the system, and he said it was the wrong part and just ignore the post card. I did, but I SAVED IT in the folder. So that was scanned in and included in my letter. If I had the media filter cabinet, it IS the right filter!

Been crazy trying to deal w/the automated phone system; there is no "Press 9 if you are calling about a furnace installed incorrectly 8 years ago." I had Customer Support folks telling me, "take your furnace that is missing a part back to the store where you purchased it and they will give you a new one." Obviously they are just reading from a script. The 3rd time I was told that, I asked, "Do you know what a furnace is?" Reply was "I have no idea what a furnace is." I kept a list of all the numbers and names of folks I spoke with in 5 hours over 2 days, and put all THAT in my letter as well. I was asked, "Did you buy your furnace in a store or online?" Obviously I was in the wrong part of Customer Support, but I could NOT figure out how to get where I needed to be!

I've now learned that at one point, I was talking with the local Heating and Cooling Manager, but he was confused by this being an 8 year old install, and advised me to call Customer Service. He didn't have a name or direct phone number for me and could not transfer me. THAT went in my letter, too, but back then I didn't know he was THE MAN I NEEDED. So I'm sure he is embarrassed now, too.